Refund policy

Last Updated: September 04, 2025

We are committed to delivering high-quality customized products. Due to the made-to-order nature of our items, returns are only accepted under specific conditions outlined below.

1. Non-Returnable Items

Please note that customized products are non-returnable, as they are produced uniquely for each customer based on personal specifications, including design files, model selections, or size preferences.

No returns are accepted for reasons such as:

  • Change of mind
  • Incorrect size, model, or address provided by the customer
  • Personal dislike of the final design once confirmed

2. Eligible Return Conditions

We accept returns only when the product meets any of the following defective conditions:

  • Product arrives damaged or broken
  • Incorrect product received (e.g., wrong model or design)
  • Substantial manufacturing defects (e.g., misprinted, torn, or missing parts)
  • Product significantly deviates from the approved design (>15% color or layout deviation)

3. Return Procedure

To request a return:

  1. Contact us within 48 hours of receiving the item via in-app customer service or email at connect@iuufu.com.
  2. Provide:
    • An unboxing video clearly showing the product’s original state
    • High-resolution photos of the defective area(s)
    • Proof of order (including order number and design confirmation screenshots)

Our team will assess your claim within 24 hours and notify you of the next steps.

4. Return Shipping & Conditions

  • If a return is approved, we will provide return instructions and a return address.
  • Returned items must be unused and in original packaging, unless the defect prevents this.
  • In most cases, customers are responsible for return shipping costs unless the error is on our part (e.g., wrong item sent).

Returned items must arrive within 14 calendar days of return approval.

5. Outcome of Valid Returns

Upon receiving and inspecting the returned item, we will process:

  • A replacement free of charge
  • A full or partial refund, depending on the nature of the issue
  • Store credit, upon customer’s request

6. Contact Us

For any return-related concerns：connect@iuufu.com
Customer Support: Daily, 09:00–21:00 (CST)